Home > Management > Public Sector Management > Volume-4 > Issue-5 > Analysis of Satisfaction of Work Units in Service State Budget and Budget System (SPAN) in the Covid-19 Pandemic Period at the State Vocational Service Office (KPPN) Tebing Tinggi City

Analysis of Satisfaction of Work Units in Service State Budget and Budget System (SPAN) in the Covid-19 Pandemic Period at the State Vocational Service Office (KPPN) Tebing Tinggi City

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Analysis of Satisfaction of Work Units in Service State Budget and Budget System (SPAN) in the Covid-19 Pandemic Period at the State Vocational Service Office (KPPN) Tebing Tinggi City


Jus Samuel Sihotang



Jus Samuel Sihotang "Analysis of Satisfaction of Work Units in Service State Budget and Budget System (SPAN) in the Covid-19 Pandemic Period at the State Vocational Service Office (KPPN) Tebing Tinggi City" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5, August 2020, pp.711-714, URL: https://www.ijtsrd.com/papers/ijtsrd32935.pdf

Pandemic Corona Virues Diseases 19 (Covid-19) currently disrupts almost most aspects of life in the world, including in government services. This has resulted in institutions making many changes in service in order to be able to move their customers and change them online. The State Treasury and Budget System (SPAN) is a system that has been implemented for several years in online financial services. Although the Covid-19 online pandemic system has also been implemented, it also affects the services provided, so it needs analysis of customer satisfaction in its use. This study aims to analyze aspects of customer satisfaction in SPAN services at KPPN Tebing Tinggi during the pandemic period. This research uses survey method with descriptive approach. The sample of this study were employees in the work unit in the Tebing Tinggi KPPN working area, which amounted to 62 respondents. Data analysis uses the Customer Satisfaction Index (CSI) method to determine the level of customer satisfaction and the Importance Performance Analysis (IPA) method to identify the level of importance of each service attribute as well as the priority of improvements that must be carried out by the KPPN. Based on the results of the study note the level of customer satisfaction with SPAN services based on CSI is 83.94%. Based on the IPA method there are two aspects of SPAN services that must be improved, namely payment and acceptance. Based on aspects of payment quality of service that must be improved is reliability, while the aspect of acceptance of service quality that must be improved is Responsiveness and Tangibility. The KPPN should set the Operational Standards Procedures back to adjust to the development of existing services in particular, adjustments to problems that cannot be intervened such as the Covid-19 pandemic.

Customer Satisfaction, Importance Performance Analysis, SPAN


IJTSRD32935
Volume-4 | Issue-5, August 2020
711-714
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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